esim is ony working for data and not voice

[dr_robert69]

I ported my family's sims from O2 to EE last year.  It all seemed to go pretty well (with a bit of help) but now one of the numbers is only working for data and not voice/sms.  This means it can call and message other iPhones, but can't call landlines or Android phones (just says "call failed") - we can't even text 150 (says "not delivered")

I think it had been working for sms previously as we can see in the history that we've had messages about an add on from EE.

Any ideas what we need to do?

[bristolian]

For clarity, has the phone containing this SIM ever been able to send texts or make calls before?

[dr_robert69]

I think so, but...it's my daughter's and it could be that she's only ever called other iPhones which I guess uses data rather than going over the voice network.

I can show redacted screenshot of the sim section of iPhone settings if that might help?

[bristolian]

Best to assume not then - I've no idea specifically how the Apple ecosystem works but if this an iCall or Facetime (or whatever it's called) then that is indeed using Apple's app to create a video session over the internet.

I would suggest a 2way SIM-swap between a working & non-working phone, but the subject of your post mentions eSIM which rules that out.

Feel free to post a screenshot of anything that might help, others who use Apple may recognise something.

[Northerner]

Hi @dr_robert69 

When connected to WiFi does it say EE WiFi calling? 

Does this issue happen when connected to WiFi and when WiFi is disconnected. 

Is the SIM PAYG or pay monthly contract.

Thanks 

[dr_robert69]

thanks to the responders so far - do these pics help?

[dr_robert69]

I've confirmed with daughter - it behaves the same whether or not connected to WiFi

thanks

Rob

[bristolian · Accepted solution]

To avoid doubt - try calling or texting when connected to WiFi and with WiFi-calling enabled.

If that works, then your SIM has a connection to EE's network.

If that doesn't work, I would question the status of your SIM/account with EE-CS.